Monitoring FAQs

Why did I receive this message?

You received this message because Mobile Help is updating the phone number used by our 24/7 Monitoring Center.

This number may appear on your caller ID if our emergency operators ever need to contact you or your listed emergency contacts during an alert.

What is changing?

Our Monitoring Center phone number is changing, and the previous number will no longer be used.

To prevent confusion or missed calls, it is important that you save the new number right away.

Why is it important to save this number?

Saving our Monitoring Center contact ensures that:

  • You recognize the call immediately on caller ID
  • You don’t ignore the call thinking it’s spam or unknown
  • Our emergency operators can reach you quickly during an alert

In an emergency, every second matters.

Should I delete the old Monitoring Center number?

Yes. We strongly recommend deleting the previous Monitoring Center number from your contacts, since it will no longer connect you to our emergency response team.

 

Who should save this number?

This number should be saved by:

  • Mobile Help members
  • All listed emergency contacts
  • Anyone who may be contacted during an alert

We also encourage members to share the contact card with family or caregivers.

When would the Monitoring Center call me?

Our Monitoring Center may call if:

  • The help button is pressed or a fall is detected and help is needed
  • Emergency dispatch has been sent
  • We need to confirm safety during an emergency event

Is this number used for sales or marketing?

No. This number is used only for emergency support and alert-related communication from our Monitoring Center.

How do I add the contact card to my phone?

Simply click the download link provided in your message and follow the prompts on your device to save the contact.
Once saved, the Monitoring Center name will appear when we call.

 

What if I have questions or need help?

Our Member Support Team is always here for you.

If you have questions about this update or need help saving the contact, please reach out to us anytime.

 

How do I know this message is really from Mobile Help?

We understand the importance of protecting yourself from scam or spoofed messages.

Here’s how you can be confident this communication is legitimate:

  • The contact card provided is officially branded Mobile Help contact information
  • The link in your message directs you to the official Mobile Help website
  • We will never ask for sensitive personal or financial information through this update

Your safety — both physically and digitally — is important to us.

If you have any questions, please contact us.  We’re here to help.